Salesforce Service Cloud - Developer

About the role

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.

The opportunity

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.

We are proud of:

- The work we do and the innovation we drive

- Our values of share, care and dare

- A workplace culture that fosters creativity, diversity and autonomy

- Our borderless, global framework, which enables seamless collaboration

The role

The Role

Seeking a Salesforce professional with 6+ years of experience and strong, recent hands-on expertise in Service Cloud. The role owns day-to-day technical implementation, development, troubleshooting, integrations, performance, security, and production support. The candidate will work directly with customer stakeholders and delivery teams, provide technical direction, and communicate progress, risks, and solutions proactively.

- A curious problem solver who challenges the status quo

- A collaborator who values teamwork and knowledge-sharing

- Excited by the intersection of technology, creativity and data

- Experienced in Agile methodologies and consulting (a plus)

Key Responsibilities

Service Cloud Implementation

- Design, configure, develop, and support end-to-end case lifecycle processes: case creation, classification, prioritization, assignment, investigation, escalation, resolution, and closure.

- Implement Case Management features including record types, page layouts, queues, assignment rules, auto-response rules, escalation rules, case teams, parent/child cases, and reassignment scenarios.

- Configure Email-to-Case and Web-to-Case, email threading, routing, attachment handling, and exception scenarios.

- Implement Omni-Channel routing, presence statuses, service channels, queues, capacity, and skills-based routing where required.

- Customize Service Console with workspace tabs, utility items, macros, quick text, split views, and agent productivity features.

- Configure Salesforce Knowledge, article lifecycle, data categories, publishing, visibility, and agent/customer access.

- Implement Entitlements, Milestones, Business Hours, SLA tracking, warning actions, pause/resume logic, and breach escalations.

- Support Experience Cloud self-service, CTI/telephony, chat, messaging, and other service channels when in scope.

- Hands-on Development and Automation

- Build and troubleshoot Apex classes/triggers, Lightning Web Components (LWC), SOQL/SOSL, Batch/Queueable/Schedulable Apex, and platform-event processing.